Oak Tree Surgery provided primary medical services for approximately 11,200 patients.
As part of our inspection we spoke with the registered manager, practice manager, GP's, nursing staff, pharmaceutical dispensary staff, medical and clerical staff, reception staff and representatives from the patient participation group (PPG).
We spoke with patients of Oak Tree Surgery to obtain their feedback regarding the services they received from the practice. Patients told us all staff spoke to them in a polite, respectful and helpful manner. We were told patients felt involved in decisions regarding their care and treatment. Comments included, 'just fantastic practice', 'very happy' and 'I think it is a very good practice, and I'm quite happy with the service personally, I think they do their best'.
The practice had introduced a new appointment system which meant patients sometimes had to speak with a GP prior to coming into the practice. Some patients we spoke with told us they did not have a problem with this, comments included 'systems change, sometimes it saves you coming in, it's a good thing' and 'I like the idea of a phone call, and if he [GP] did need to see me I'd be in, in the afternoon'. One patient we spoke was not so complementary, they told us 'different admin staff can be confusing to know who to speak to' and 'I found it very confusing, you like to think you are able to see a GP'.
We found, people's views and experiences were taken into account in the way the service was provided and delivered in relation to their care.
People's privacy, dignity and independence were respected.
People experienced care, treatment and support which met their needs and protected their rights.
People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening.
People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.
People were cared for by staff who were supported to deliver care and treatment safely and to an appropriate standard.
The provider had an effective system to regularly assess and monitor the quality of service that people received. The provider also had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who use the service and others.